Customer Experience Specialist

1 week ago

Milton Keynes, Milton Keynes, United Kingdom CreatePay Full time
Job Description

CreatePay is a leading provider of payment solutions products, dedicated to helping small to medium sized UK businesses streamline their payment processes. We're looking for a Customer Experience Specialist to provide day-to-day support directly to our customers by creating a positive customer experience and resolving customer complaints as they arise while following strict FCA guidelines.

You will be a key part of our retention strategy, providing key insight and data to senior managers, while also helping to mitigate customers cancelling by providing a first-class customer experience. Our ideal candidate will have a customer-focused approach, experience with account/customer management, and knowledge within payments.

Responsibilities

  • Taking inbound / making outbound calls to customers with complaints
  • Taking inbound / making outbound calls to customers who are looking to cancel
  • Liaising with our partner companies / internal departments to resolve customer issues
  • Building positive relationships with customers and internal members of staff
  • Resolving complaints whilst adhering to FCA guidelines
  • Providing clear and concise final resolution communications
  • Maintain clear and comprehensive notes within our CRM
  • Provide reporting based on activity and trends

Requirements

  • A customer-focused approach
  • Experience with account/customer management
  • Knowledge within payments
  • Ability to work well in a team
  • Can-do attitude
  • Excellent customer service skills
  • Strong conflict resolution skills
  • Ability to remain calm and professional in stressful situations
  • Empathy and patience
  • Strong organizational skills

Benefits

· 25 Days Holiday plus Bank Holidays

· Regular incentives, including overseas trips

· Free CreatePay rewards access

· Free Gym passes

· Free BUPA annual checkup

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